Ripunjay Rathaur

SAP CRM enables us to manage the service cycle with the following functionalities:

Service Contracts
Service order
Warranties
Complaints
Returns
Service Confirmations
Billing

The Service agent receives the customer call, and the customer can
automatically identified using the phone number or some unique
identification number.

Service agent can also use the search function to identify the customer in
the system

The agent chooses the corresponding IBASE according to the conversation

from the customer

If agent decides a service technician must check the issue on site, he

creates a service order

Installed base management in SAP Customer Relationship

Management is representation of objects installed at a
customers site.

This can be for Example Machineries like Transformers, Diesel

Generator etc.

The confirmed objects shall be transferred to the dependent processes, like

service request, service order, complaint, etc.

The account identification screen allows users to search for,

identify, display, change and create accounts, their related
partners as well as related objects such as registered products.

On the Account Identification, the IT service desk can identify the

customer as well as the affected object or installed base.

Business Partners can be identified automatically based on their

communication data (Telephone number, email address)

Service notification enables to:

Enter customer notifications
Recognize the condition of the service object
Request the necessary service tasks and thereby roughly plan further service
processing

Track the progress of the tasks to be performed

Service order is a short-term agreement between service provider and service

recipient, in which one-time services are ordered by the service recipient and
resource-related billing formed upon completion.

After the service agent creates the service order, the service employee can
view the list of new created service order, he can assign this to business
partner list

Service order is released for further processing and the status of service
order is changed

Service Manager assigns free resources to service order according

to certain criteria

Highlights the free resource and service demand and creates the
assignment

Service Technician can now see the task in his inbox.

After service Confirmation has been created then service employee needs
to create the invoice to charge the customer for the service performed

The revenue and costs are collected in service contract. During the
settlement, they are settled to CO-PA.

Profitability Analysis (CO-PA) enables you to evaluate market segments,

which can be classified according to products, customers, orders and etc.
with respect to your company's profit or contribution margin

Service (for example, a particular task)

Material (for example, a spare part)

Time (for example, an hourly rate for a technicians time on the job)

Response time (how soon you are required to respond to a problem

call)

Warranty (the agreed duration and coverage)

Warranties define the scope of the services that a company performs at a

technical object in the event of damage or problems.

You can assign warranties to pieces of equipment, functional locations, or serial

numbers.
Features
Using this component, you can cover the following warranties from the viewpoint
of the system user:
Warrantee (inbound) (for example, manufacturer or vendor warranty)
Example:
You buy a new piece of equipment and receive a warranty from the
manufacturer that covers a certain period or usage (manufacturer warranty).
Guarantor (outbound) (for example, customer warranty)
Example:
You sell or lease a piece of equipment and concede a warranty to your
customer.

Warrantee (inbound)

The warranty is issued externally, for example, from a supplier or a

manufacturer. The observer is the warrantee.
Guarantor (outbound)
The warranty is issued by your own company and goes to a customer. The
observer is the guarantor.

A photocopier supplier sells you a device. The supplier gives you a warranty
for the device. This warranty is noted in the system as a received warranty
(inbound) under the Warrantee warranty type. (In this case the warranty
type is Supplier Warranty.)

You then sell or rent the device to a customer and give this customer a
warranty for the device. This warranty is noted in the system as an issued
warranty (outbound) under the Warrantee warranty type. (In this case the
warranty type is Customer Warranty.)

A presales document containing the terms under which you offer a

particular service to a customer.

In the service quotation, we:

Record details of the service to be performed

Record the costs of the service
Control how billing is performed
You specify in the service quotation how the customer is to be billed
for the services rendered via the billing form.

An organizational unit that defines where and when an operation must be

performed.
The work center has an available capacity. The activities performed at or by
the work center are valuated by charge rates, which are determined by cost
centers and activity types. Work centers can be:
- Machines
- group of People
- Production lines
Main work center for maintenance tasks.
Key which uniquely identifies the responsible work center for this technical
object.
- Plant Maintenance (PM).
- A work center that is in charge when a maintenance task is performed.

Work center are the individual master records .we can implement business process without
technical object but not without work center
Work center will be maintained in the following :
equipment master record and functional location
maintenance item
Header of the maintenance task list
Notification
operations of an order

Cost center is place where you incur your costs.

Work center is a place where an operation is performed by a

person/machine (group).
Link between them:

The activities performed at or by the work center are valuated using charge
rates which are defined/determined by cost centers and activity types.

Primary cost elements are like material costs, personnel costs, energy
costs... where a corresponding GL account exists in FI..to allow costs to
flow...

Secondary cost elements are like production costs, material overheads,

production overheads, they can be created and administered in only CO.
These are used in internal cost allocation, overhead calculation, settlement
transactions., it does not flow to FI

Activity type helps the system to understand the nature of the activity
carried out in that particular cost center eg) cutting, polishing, painting,
packing etc.

Dynamic Item Processor Profile (DIP Profile)

When we execute the service order, costs are incurred due to internal
activities, external activities, or material consumption. These costs are
posted to the service order, where they form the basis for a billing request.

The service order is billed to the customer using the billing document
generated by the billing request. The cost data of the order are converted to
billing request items through dynamic items.

These dynamic items are created when the billing request is generated.

END